Intermediate Specialist, Service Management

Job Summary

Intermediate Specialist in Service Management ensures IT services are delivered effectively and meet business needs in alignment with ITIL. The role supports and optimizes end-to-end service lifecycle processes—primarily Service Operation and Service Transition—with a strong contribution to Continual Service Improvement (CSI). Acting as a key facilitator and process steward, the specialist embeds, documents, measures, and continuously improves service management practices. Under the guidance of the Team Lead, Service Management, the role coordinates incidents, problems, service requests, and changes, ensures alignment with defined SLAs and OLAs, supports the Change Advisory Board (CAB), performs post‑incident reviews, tracks performance trends using KPIs, and collaborates cross‑functionally with technical teams, vendors, and stakeholders to maintain seamless service delivery. The specialist adheres to ITIL best practices, tailors processes to organizational n...